Willow - Hot & Cold Therapy Packs

Refund and Return Policy

You may return or exchange your item within 30 days of the original purchase date if the following conditions are met:

• The original receipt is provided;

• The item(s) are new, unopened, and in original packaging;

• The return is requested within 30 days of purchase;

• Gift items must include a gift receipt. Refunds for gifts will be issued as a MacroBaby gift card.

• Please note: All return rules apply equally to both regular purchases and gifts.
  

Non-Returnable Items

Please note that the following items cannot be returned or exchanged:

• Clearance items (all sales final)

• Display items (all sales final)

• Bottles and pacifiers – returns accepted only if unopened and unused

• Reborn Dolls

• “As-is” items

• Black Friday deals (all sales final)

• Floor models

• Consumables (e.g., food, drinks, batteries)

• Damaged, used, or abused items

• Items missing accessories or packaging

• Opened products

• Breast pumps

• Nursing bras

• Intimate apparel (e.g., panties, shape-wear, or garments worn below the waist)

• Lotions, shampoos, and other personal care items

• Swimwear

• Christening outfits

• Halloween costumes

• Products shipped outside the United States

Shipping Charges on Returns & Exchanges

• Shipping, delivery, and packaging fees are non-refundable.

• Additional shipping charges may apply for replacement items, unless the return is due to a defective product.

• Pre-paid return shipping labels are not provided by MacroBaby; customers are responsible for return shipping costs unless the item is defective.

• In the case of exchanges for the same item, the replacement will be shipped following our return policy terms.

In-Store Returns

Products purchased online must be returned by mail and cannot be returned in-store at MacroBaby retail or outlet locations at this time.

Gift Cards

All gift card purchases are final sale and cannot be redeemed for cash.

Return Instructions

Before returning any items, please contact our Customer Service team to ensure your return is properly authorized and processed.

Refund Method

Refunds will generally be issued in the original form of payment.
MacroBaby reserves the right to deny any return that does not meet policy requirements.

⚠️ If the item is missing original packaging or shows signs of use, a 20% restocking fee will be deducted from the refund.

Manufacturer's Warranty

In accordance with U.S. consumer protection laws, any issues related to product warranties must be handled directly by the customer with the manufacturer. MacroBaby acts only as an authorized reseller and does not provide its own warranty on products.

Warranty procedures must be carried out exclusively by the customer, who is the end consumer and responsible for the use and handling of the product. MacroBaby is not responsible for submitting warranty claims or contacting the manufacturer on behalf of the customer.

To ensure your warranty rights are honored, we recommend that you keep your purchase receipt and contact the manufacturer directly to request assistance, replacement, or repair covered under the manufacturer’s warranty.

International Customers

Returns & Exchanges: We do not accept returns for international orders, except in cases of shipping errors or proven manufacturer defects.

Warranty: All warranty matters must be handled directly between the customer and the manufacturer. MacroBaby will not open warranty claims or contact the manufacturer on behalf of the customer.

Testing Products: We strongly recommend that international customers test all products before leaving the U.S., within the 30-day exchange period, as our return and exchange policies apply only within the United States.

Support: In the event of an issue with an international order, customers must contact our support team within 7 days of delivery.